We recently returned from a week at the Crown Paradise (March 13-20). My wife and I travelled with our 2 year old son. We booked this trip as part of a group of 15, and despite some negative reviews we had read, we felt that the time away with family was more important than going to a hotel that we likely wouldn’t have chosen on our own.
We had a phenomenal trip as a family, and enjoyed each other’s company, but the hotel itself had very little to do with that. While we were there, I compared the Crown Paradise to an old, rusty car. Clean and polish all you want....it'll still be a shiny piece of rust.
We stayed on the first floor of Tower 1.
Like many others, we had back and forth emails with the Concierge about reservations, but we also tried to get an upgrade to a Crown Family Room. We ended up securing a Standard Plus.
I also contacted the supposed Guest Relations Manager/Social Media Coordinator about what seems to be a bit of a contentious issue with this hotel, and that is the fact that ¼ of their rooms overlook an abandoned hotel. I wanted to ensure that we were not placed in one of these rooms. While our previous communications with this individual were prompt and attended to, this issue went unanswered despite multiple follow-ups on my behalf.
We were checked in by Javier. This was probably the only negative face to face interaction that we had with a staff member. He just didn’t seem have any initiative, or care that we were there. We asked if there were any of the Crown Family rooms available (our original request) to which he said no (without checking anything). For the rest of the check-in, it seemed like we were hindering him from doing something more important. We had another member of our group check-in 10 minutes later, and low and behold, they got switched to the Crown Family Room after having another agent. Given that this is the first impression of the hotel, it wasn’t starting well. It is with that in mind that I grade the check-in process so poorly
Checking-out was much smoother than the check-in. Our departure from the hotel was early, so we did an early check-out the night before. We still had to return in the morning to drop off our room key and bracelets, so the early check-out was kind of counterproductive.
One general comment about one particular Mexican specialty. The con queso that they make at this resort is the worst thing I have ever tasted. I would rather have the bottled stuff at home.
All in all, we ate at 6 separate spots while at the Crown Paradise.
They were as follows:
Room Service: We didn’t get food from room service, but did occasionally order beer and milk in the late afternoon. It is slow. Don’t expect anything in less than 45 minutes.
La Palapa: This is the buffet. We mostly ate breakfast here. They had several egg stations that would prepare eggs any way you want…including great omelettes. They have a good selection that should satisfy most pallets. One small thing. Do expect last night’s stir-fry to end up in this morning’s potatoes. Overall it’s good.
Tutuch: This is the poolside grill that offers your standard burgers, and fries. It’s ok if you’re just looking for a quick lunch and get back to your daily activities. They do have great fresh salsa for anyone who likes it spicy. They also seem to have a daily special. One day it ended up being simple chicken skewers that my son devoured. Overall, it can use some improvement, but it serves its purpose. Keep in mind that the meat they use may not live up to the standards that you may be accustomed to. Don’t be surprised to find gristle in the burgers.
Fujiyama Restaurant: This is the pool side Japanese fast food restaurant that offered anything from Sushi to Spring rolls. It was surprisingly good, and a great alternative to Tutuch.
Wayne’s Boots: This is the country western restaurant aptly named after John Wayne. The food was disappointing. The cuts of meat are not what we are generally accustomed to by North American or European standards. Having it under cooked didn’t help the cause. The dessert was good though, and the atmosphere was fun (but what else can you expect from a spot with a riding bull)
Los Gallos: I am saving the best for last. We actually had 3 dinners here with just the 3 of us, with another family in our group, and as the whole group, and the food, nor was the experience any different and nothing short of spectacular. They always start you off with chips and 3 different types of salsas. The shrimp appy was fantastic, and very generous on the shrimp. The tortilla soup was also fantastic, and I ate it on all 3 visits (caution…it does have pork rinds). The taco’s and the fajitas are also very good, and given my qualms with their cuts of beef, the skirt steak was cooked to perfection. They a mariachi band in every night.
This normally isn’t something that I would include in a review, but I had to mention it here because it is simply that bad. As other reviews mention, it is difficult to get through to make reservations, but that is not the worst part. It seems that if you don’t time it right, you will be told the restaurant is full. The terrible part is that this is simply not true. Even though we travelled as part of a larger group, we did not always dine together. There were occasions where other members of our group tried to make reservations at the same time as us, but were told the restaurant was full, yet we were usually one of only a few tables in an otherwise empty restaurant. There was also a lot of staff without table to wait on. Additionally, one of the biggest complaints about this resort on Tripadvisor is on this very subject, yet with all the responses the resort has on reviews; this subject has yet to be fixed. I can only assume that the reason for this is that they’re trying to push guests to the buffet where it is cheaper to produce the food. I have no other logical explanation.
There is a general friendliness from most of the staff. They are pleasant, and want to make your stay a good one. Like all resorts of this nature, you are going to find the good, the bad, and the just plain awful. Fortunately for the Crown Paradise, their staff is one of their assets.
The only negative interactions we had were with Javier at check-in, and Guest Relations pre-arrival.
There are a few all-stars that I would like to point out though:
Victor: Waiter in La Palapa. Does he ever hustle, and he does it all smiling and loving what he’s doing.
The entire Entertainment Team: They were a lot of fun, and got us off our butts at the right time. They could tone down the “Who’s from” where shtick a little, but they were still great.
Ricardo and Ismael: Waiters in Los Gallos: They were so attentive, and took care of us. Ismael makes balloon animals for the kids.
At the end of a week long, relaxing vacation, if you can remember someone’s name, they probably did something pretty special.
Staff work tirelessly to keep the outside of this resort looking as good as they can given the physical condition of the resort. It is simply starting to look its age. Parging is starting to crack, or is completely absent, and the repair was to simply paint over it. Tiles are cracked or replaced with mismatching tiles, or grout colours are different, and generally things are outdated. I am sure that a lot of what is there was cool in 1990. Not anymore. All of these things may seem small, but when you add them all together, they look bad.
There are plenty of beach and pool chairs available, and lots of shade for anyone wishing to have moments hiding from the sun.
The pools are cold, and at times not bearable.
Much like the exterior, this building is showing its age from years of not having proper repair. Rooms are sparsely decorated, and what little it is decorated with, isn’t that great. The beds are hard, but that didn’t bother us (it may some though), and linens were not changed while we were there. Kids have sticky fingers so it was easy to notice if linens were changed. The bathrooms in the rooms were the worst part. Not much better than a public bathroom….so much so in fact that we did not want to bathe our son in the tub.
The room (at least in tower 1), had barely any electrical outlets. The mini-bar fridge had been painted brown, and was really loud when a cooling cycle would start and end. Our view of the abandoned hotel wasn’t too inviting, and it is roughly ¼ of rooms that have this view. On one night a partygoer thought that our room was his (think he was busy that night as it’s also mentioned in another review). While this was comical, the vomit he left behind on the floor was not. I understand that hotel can do little to control this type of behaviour, but they could have cleaned up his mess before noon that same day (I told them of the issue at 6:00AM)
Room tip: Bring an air freshener, or plug-in, and dryer sheets for the drawers. Will fight of the musty smell.
We caved and got the internet mid-week in order to catch up on things at home. The desk agent told me that reception in the room would be weak…ummmm…try non-existent. Considering what they charge for a day’s worth, it is not worth it.
This beach seems to have taken a beating with the storms that they have experienced in the area in the last few years. You will find much nicer beaches on most Caribbean islands than here.
We were very hesitant in going to Mexico after being spoiled with the beauty of the Caribbean. We did have a great time as a family at this resort, but barring a major renovation, we will seek out a different locale for any return trips to Mexico.
- Official Description (provided by the hotel):
- At the Crown Paradise Club experience extraordinary vacations in the best all inclusive hotel in Cancun; with areas designed for children of all ages, theme restaurants, activities and entertainment created for each member of your family, where you will experience moments with them that you will treasure forever. ... more less
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- Also Known As:
- Crown Paradise Club Cancun Hotel Cancun
- Crown Paradise Cancun
- Cancun Paradise Club
- Crown Paradise Club Cancun Mexico